Refund policy

Return & Cancellation Policy

Scope of This Policy

This policy applies to all Carpetdocia products purchased through our website, including:

  • Ready-size rugs
  • Custom-size (special measurement) rugs
  • Pre-order items
  • Made-to-order or personalized rugs

Regardless of the product type, every Carpetdocia rug is processed, prepared or customized individually after purchase. For this reason, all sales—without exception—are governed by the made-to-order rules below.

Made-to-Order Production & Preparation

All Carpetdocia rugs are stored in raw roll form and are individually prepared for each customer upon order. Preparation may include:

  • Cutting to required dimensions
  • Edge finishing or binding
  • Specialized backing or anti-slip application
  • Surface treatments, brushing and pressing
  • Final preparation for direct in-home placement
  • Customized premium packaging

Once these processes begin, the rug becomes a non-resalable, custom-made product and is therefore exempt from standard return and refund rights.

Order Authorization & Irrevocable Consent

By completing a purchase, the customer provides explicit authorization for Carpetdocia to immediately begin production and customization. This authorization waives any withdrawal rights that may apply to non-custom goods.

Order Cancellation — 24-Hour Window

Orders may be cancelled within 24 hours of purchase. After this period, production begins and the order cannot be cancelled, changed, refunded, or modified.

For cancellation requests:
orders@carpetdocia.com

No Returns — No Refunds — No Exchanges

Due to the made-to-order nature of all Carpetdocia products, we are unable to accept:

  • Returns
  • Refunds
  • Exchanges

This applies to all situations, including:

  • Change of mind or preference
  • Incorrect measurements provided by the customer
  • Color or texture expectations affected by screens or lighting
  • Interior design or project changes
  • Ordering the wrong size, shape, or model

All sales become final once the 24-hour window has passed.

Non-Resalable Status

Once cut, customized, or prepared, a rug cannot be returned to stock or offered for resale. For this reason, all sales are final and irreversible.

Natural Fiber Characteristics & Production Tolerances

Many Carpetdocia rugs are produced using natural materials. The following characteristics are normal and not considered defects:

  • Slight color or tone variations
  • Differences in appearance under daylight vs. artificial lighting
  • Minor pattern or weave irregularities
  • Initial shedding of natural fibers
  • Changes in appearance depending on viewing angle

A manufacturing tolerance of ±3% in size is standard and does not qualify as a defect or a reason for return.

Environmental Conditions

Changes caused by humidity, heat, floor heating systems, sunlight exposure, temperature variation or improper installation are not considered manufacturing defects.

Inspection Upon Delivery

Customers must inspect their rug immediately upon delivery. Any claim regarding visible defects or transport damage must be reported within 48 hours.

Claims must include:

  • Clear photos or videos of the issue
  • Photos of the packaging
  • Order number and delivery reference

Claims submitted after 48 hours may be considered accepted as delivered and free of defects.

Packaging Tampering

Opening or removing protective packaging constitutes acceptance of the product as delivered.

Claim Evaluation & Remedies

All claims undergo a full technical review. Filing a claim does not guarantee approval. Decisions are based on inspection standards and documented evidence.

If a defect is verified, remedies are limited to:

  • Repair
  • Replacement

Refunds are not offered under any circumstances.

Shipping, Duties & Failed Deliveries

International shipments may incur customs duties, import taxes or handling fees. These costs are the sole responsibility of the customer.

Carpetdocia is not liable for delays caused by carriers, customs authorities, weather, or any force majeure event.

If a shipment is returned due to:

  • Incorrect or incomplete address
  • Refusal to pay customs duties
  • Failure to receive the package
  • Unmet customs requirements

the order remains non-refundable and any re-delivery or storage fees must be covered by the customer.

Care, Maintenance & Misuse

Damage resulting from improper care or misuse is not considered a manufacturing defect. Including:

  • Aggressive chemicals or cleaning agents
  • Incorrect machine washing or drying
  • Steam cleaning or oversaturation
  • Pet-related damage
  • Cuts, scratches or heavy impact damage

Measurement Responsibility

Accurate measurements must include walls, obstacles, uneven flooring or irregular room shapes. Incorrect measurements are the sole responsibility of the customer.

Force Majeure

Carpetdocia is not liable for delays or issues resulting from natural disasters, transportation disruptions, political events, regulatory actions or any event beyond reasonable control.

Legal Acceptance

By completing a purchase, the customer agrees that:

  • The rug is custom-prepared exclusively for them
  • The order becomes final after 24 hours
  • All sales are final and non-refundable
  • Unauthorized chargebacks or disputes will be contested with full documentation